HCVR Dual Rate Front Desk Clerk-Level I (Full Time; Varied Shift)

Harrah’s Cherokee Valley River Position Description

POSITION TITLE:                             Dual Rate Front Desk Clerk

DIVISION:                                           Hotel

DEPARTMENT:                                 Hotel Front Office

GRADE:                                               H9/15-Non-Exempt

BADGE TYPE/COLOR:                   Key--Blue

REPORTS TO:                                   Supervisor, Front Desk; Shift Manager, Sunrise Hotel

SUPERVISES:                                    NA

JOB SUMMARY: 

Efficiently check-in/out guests. Supervise the operation of the Hotel Front Office to achieve guest satisfaction and quality service while assuring compliance with policies and standard operating procedures. Assist in monitoring and controlling daily revenues and expenses.               

JOB ESSENTIAL DUTIES AND RESPONSIBILITIES—FRONT DESK CLERK—LEVEL 1:

• Perform guest registration and room assignments, accommodating special requests whenever possible
• Pre-register block reservations
• Process same-day reservations and, when needed, future reservations following hotel rate structures and selling strategies
• Anticipate and provide for VIP guest needs in advance of request 
• Learn and anticipate guest preferences and provide personalized service
• Receive hotel front desk calls, dispatch special requests, bell service, valet, and other amenities and services for hotel guests
• Dispatch internal calls for Team Members and guests
• Handle guest check-in and checkout in accordance with hotel credit and cash policies in an efficient and friendly manner
• Process group sales guests
• Familiar with and execute the billing for multiple group types
• Comp guest charges using reward credits
• Request PCW comps from the host team when applicable
• Responsible for a bank and the fast and accurate billing of guest charges
• Proactive with incidents and issues, ensuring resolution with Team Members and guests
• Review guest complaints
• Resolve and recover guest complaints to their satisfaction 
• Informed about all property and brand events, initiatives, products, and services
• Assist patrons by providing information about the property, hotel, promotions, events, direct mail offers, and room rates/availability
• “Suggest” products, services, and experiences to our guests
• Troubleshoot all in-room movie/phone/billing problems
• Cancel room reservations according to established procedures for Cherokee & Valley River properties
• Display spotlight behaviors and Harrah’s Service Cycle training in every interaction
• Maintain high standards of courtesy, hospitality, friendliness, and professionalism
• Adhere to front desk metrics, including average check-in time and check-ins per hour
• Balance drawer bank daily
• Perform other tasks as assigned by the supervisor or manager
• Facilitate guest check-in and check-out in satellite areas away from the main front desk, such as self-check-in, VIP Welcome, and Concierge
• Adhere to regulatory, departmental, and company policies/procedures in an ethical manner
• Endorse the business objectives, ethics, and values of Caesars Entertainment in accordance with the Code of Commitment and Mission, Vision, and Values 

JOB ESSENTIAL DUTIES AND RESPONSIBILITIES—Level 2:

• Must perform all duties and responsibilities of a Level 1 Front Desk Agent 
• Assist with pre-keying groups and room tours
• Pre-key and check-in motorcoach buses and junket tours
• Sponsor and train new Team Members
• Stock and inventory kiosk supplies
• Troubleshoot, diagnose, and repair kiosk errors
• Assist guests with check-in at satellite locations, including ECIO kiosks, Express Services, and VIP
• Assist guests while completing multiple tasks concurrently, including but not limited to answering phone calls, completing reports, checking guests in and out, and managing room inventory
• Assist our very best guests by providing incredible guest service in our VIP welcome area
• Keep the VIP welcome area stocked and cleaned

JOB ESSENTIAL DUTIES AND RESPONSIBILITIES—Level 3:

• Must perform all duties and responsibilities of a Level 1 & 2 Front Desk Agent 
• Assist with special projects as requested
• Participate in scheduled meetings as requested
• Provide feedback to management as needed
• Expedite various reports based on given time parameters and accuracy
• Constantly monitor staff perfor